Senior Merchant Success Manager
About The Position
The Senior Merchant Success Manager (Sr. MSM) has a mission to provide a world-class experience to grow and retain ShipBob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. A Sr. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Manager, Merchant Success.
Requirements
- 4 - 6 years of experience in sales and merchant services in a related industry.
- Business Review experience with internal and external stakeholders.
- Established ability to manage and foster a positive team culture.
- Demonstrated ability to build consultative and executive-level customer relationships.
- Solid conflict resolution abilities and negotiation experience.
- Advanced written and verbal communication skills.
- Desire to work in a fast-paced environment.
- Advanced experience in Microsoft Office Suite.
Responsibilities
- Work closely with internal stakeholders and team leads to continuously improve the merchant experience.
- Increase the average performance and KPIs of your customers’ to ensure a world-class customer experience.
- Coach team members to enhance performance to middle market, complex merchants.
- Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures.
- Conduct business reviews and track merchant growth within ShipBob and identify areas for further expansion.
- Grow and maintain transparent and strategic relationships at all levels within your merchants.
- Additional duties and responsibilities as needed.
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Paid Holidays & Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
